Define A Bold Vision For Your CX Measurement Programme

7 September 2023

3:00 pm – 3:45 pm – BST

As a CX leader, your ability to demonstrate the ROI of your CX programme is crucial for securing ongoing investment. You won’t be able to achieve this without an effective CX measurement programme that quantifies the quality of customer experiences and establishes links to organisational metrics and decision-making. However, many CX leaders lack the right CX metrics, aren’t succeeding to make metrics actionable and struggle to establish the link between improving CX and better business performance.

Participate in our webinar “How To Measure Customer Experience Performance And Prove ROI,” featuring Maxie Schmidt, Principal Analyst at Forrester. During this exclusive event, Maxie Schmidt will cover how you can:

1. Identify the key metrics required for measuring CX.
2. Integrate CX metrics and insights into organisational decision-making processes.
3. Demonstrate the value of enhancing CX.

Don’t miss out on this valuable opportunity to gain insights into delivering your vision of a successful CX measurement programme. Sign up today for free!

About the Speaker:

Maxie Schmidt, Principal Analyst, Forrester

Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and co-create value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.

Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany. Education Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers.